Tisch Johnson-Gaines

Experience

• 

  Verizon

  May 1999 - now

  Associate Director-Network Operations

  Tisch (T.J) Gaines is Currently an Assoc Director-Network Operations. In 20021 Tisch was promoted to Sr. Manager in Network Engineering DE/PA. Leading a team who is directly responsible for the mission critical Operations, and quality on-time delivery (Installation and Maintenance) of Voice, Data, and Video products and services for Business, Government, Wholesale Enterprises, and Consumers. Tisch started her career at Verizon Wireline in 1999. She worked as a Maintenance Administrator who was promoted to a supervisor over training and contractors in Richmond, VA. In 2010, joined the Resource Management team as a Supervisor. Managed line coverage (shrinkage, Service level, ASA etc.), contractual time and the day to day center structure. In 2013, joined the MOP Team. In this role Tisch provided support to the all 5 centers. She provided metrics, analysis, process gaps/changes. Tisch was lead on all quality training initiatives, she conducted training for the organization, developed training via captivate all while maintaining a local team. Tisch Maintained accurate training records. In 2015 Tisch joined the Silver Spring Technical Support Team as a Supervisor over the FSC-NT/MCO/EVRC- She had a team of 17 direct reports that represent all aspects of the organization. Her team received incoming calls from external customers and technicians who are having trouble with their copper, copper HSI, and FIOs phone services. Tisch is was the Office Moral champion. In 2016 Tisch joined the Silver Spring FSC as a Supervisor with 16 Customer Service Agents. Her team received incoming calls from external customers. Tisch is also the certified Lead to Succeed Coordinator for the office. She has improved LTS revenue over 150% and lead the center to be the number one revenue generating office in Technical Support.In 2018 because of Tisch's previous successes she was asked to rejoin the team and expand thectraining and analysis initiative. Show less